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Reviewed 10 December 2017 via mobile

The highlight for service in Maui was Terry at the adult pool. Terry approached my wife and I as soon as we sat down on lounge chairs. Our drinks were never empty- Terry was always checking on us- and the pool was very crowded. Terry had such a pleasant demeanor and other guests loved her also. Terry should be the gold standard for Marriott resorts.

Stayed: December 2017, travelled as a couple
1  Thank zetedg1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TeamMarriott, Manager at Wailea Beach Resort - Marriott, Maui, responded to this reviewResponded 11 December 2017

Dear Guest,

Thank you for your kind review of Wailea Beach Resort - Marriott, Maui. We are thrilled to read how much you enjoyed your stay, specifically due to the great service provided by Terry. We're fortunate to have a team that comes to work every day with a "can do" attitude. We appreciate your business and your feedback we hope to welcome you back soon for another great stay.

Ed Tomlin
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 December 2017

Our review is going to seem like a complaint-fest... I guess our experience at this hotel was WAY different than what most reviewers have posted here. We want to give a perspective to experienced vacationers or people NOT on a budget or couples looking for romance, a point of view we wish we had prior to booking because we would have never spent our "time" here. As you read below, decide for yourself if our complaints would bother you...or not. This was our 34th trip to Hawaii and 25th to Maui, previous Maui stays include the Ritz-Carlton 2x, Grand Wailea 8x and Four Seasons 15x, we chose the Marriott this time because of the great reviews on TripAdvisor, the new remodel (what did it look like before?) and trying something new yet being in Wailea which we love!

Good:
1. Comfortable/new mattress
2. Good water pressure in the shower
3. Pretty driveway entrance lined with old Banyan trees (remind us of our hometown)
4. Kapa pool bar, all food was delicious, we especially love the kale Caesar salad w/mahi and the Fuji Ahi salad...and the onion rings
5. The "at your service button" on the room phone was answered quickly
6. Good gym for a hotel plus activities such as ukulele lessons, yoga flow, SUP yoga, lei making, mat Pilates, hula lessons, kayak tours
7. Serenity pool, loungers are comfy and pretty ocean view, you can have as many towels as you want, water temp was warm, even if your a late sleeper you can find loungers in/out of the sun at 11am, only negative is no "pool boys" to help you with towels/set up your loungers and they don't have lounger "covers" just lay your towel on the pad.

Outstanding:
1. Terry, one of the Serenity pool servers. She is the best employee this hotel has, period! She is upbeat, energetic, happy, talks to everyone, everyone fights to sit in her "area", she hustles carrying huge trays filled with 20 drinks multiple times...constantly, you could hear vacationers sharing their appreciation to her, I'd bet their F&B sales are significantly higher in her sections that any other servers section! She makes you want to eat and drink more...she sold more Grey Goose bottle service @$200 than you can imagine and...no other server told customers about this. Terry would make a perfect manager, greeting guests around the resort daily (GW & FS does this), shaking hands and talking to vacationers seeing if they are having fun and what can she help with. (The other servers are PAINFULLY, painfully, painfully slow...slow with drinks, slow with the bill, slow walkers, just slow. The food runners are good, fast and friendly.

Bad:
1. Our ground floor room #5206 was terrible, dark, bad lighting, dirty floors upon entering, hair in the bathroom, cheap uncomfortable furniture, thrift store decorations/pictures (why not get local artists pieces), lack of drawer space, terribly thin towels that most hotels would use as cleaning rags by now, low 7.5' ceilings in the bedroom, 6.5' in the entry and 6' in the shower/toilet area which makes for a claustrophobic experience if your husband is taller than 5'10"... We were located along a downward walking path so we always had to keep the drapes closed, we did report the dirty room upon arrival that night (in person to the front desk) and it was cleaned better the next day. We had an ocean view building but being in the "basement"...no view, in retrospect I would have FOUGHT for a better room, the whole way up the chain if necessary.
PS...only 20% of rooms are have semi/private balcony/patio meaning they can sit on their balcony and not feel like a fishbowl and people can't see directly into their room...onto the bed...

2. Humble Market Kitchen was below par, not good service, uncomfortable chairs, large bar but only approx 10 bar chairs spread out along 3 sides/areas and this constitutes as their "lobby bar", butterfish was great, red snapper was dry, wouldn't return. For the same price range dining, we love Gannon's, Spago's or The Restaurant @ Hotel Wailea for top notch service & food.

3. Bugs, in all of our visits we never see bugs, I'm sure they are there just not where patrons see them, we saw several "roaches/water bugs" inside and outside of our room, plus fleas around the sink drain constantly, they need to spray more, we lives in Naples so we understand pest control.

4. Overrun with kids, we were there 12/1-12/11 and thought kids would be back in school, not so, kids of all ages especially teenagers were everywhere. This hotel obviously caters to families. They also hosted a wedding and several business groups during our stay which were loud and just deflated any hopes of romance/relaxing (the GW and FS knows how to handle groups much better to ensure everyone has a good time). This was our 1st vacation where we came home with no pics of the hotel grounds because kids were everywhere, morning, noon, night, anytime we wanted to take pics, kids were in the shots.
There also was a couple of girls college basketball teams there, so I'm guessing 19-22 years old, a few times their coach was with them but every night we saw them at the sundries shop buying SEVERAL bottles of wine, 6 packs of beer and snacks for the room, they were quiet and kept to themselves but we felt bad for their parents back home thinking they had supervision.

5. People bringing their own food to the pools, like corn flakes & milk (yes), all kinds of cookies, crackers, chips, sodas, cans of beer, bottles of vodka (yes)... The hotel should not allow this, no wonder so many bugs! Can you imagine what their room looks like? Everyday around noon 1 woman (part of 2 couples) would go to the room and make 4 sandwiches, snack cakes, chips and a soda for each of them and bring it back to the pool in bags from Foodland.

6. Platinum member check-in on Friday evening had no Platinum line, so we waited for 15 minutes (whatever), I asked for a free platinum upgrade and of course they had none. We did get a $10/ day F&B credit. No thanks for being Platinum, no free breakfast, no treat in the room, no upgrade. My husband stays in Marriott's over 150 nights/year and always gets upgrades and treats including at the Ritz on Maui where we got an upgrade to a Jr suite. Plus no one (except Terry) called us by last name, haven't been to ANY hotel in the past 10 years that doesn't call customers by last name. We usually spend in excess of 5k at the hotel for nice dinners, cocktails/lunch by the pool/ocean, multiple SPA appointments, daily cabanas, etc on vacations but not here, we spent $1600 because we wanted to be off the resort most of the time.

7. SPA, we ended up booking Island mani/pedis at nearby Olavine SPA $248 and hydro facials and couples massages at the Four Seasons SPA $1140, because we couldn't get times "together" during our 10 night stay at this hotel. My husband went in person day 2 to inquire about all these services and they couldn't do them together just at seperate times.

8. My husband is a runner, everyday he ran 5 miles, leaving/returning via the hotel lobby. Never did an employee say...have a good run, do you need directions?, would you like cold water or a towel? Employees stood around talking to each other. Frankly, the general manager should be fired for not training his/her managers to train their employees better manners. No one even said "hello", really? But we found this to be the standard and laughable by the end of our trip.

9. No one shows you where your room is and how things work, here's our directions given by the front desk. Go down this left hallway, turn right at the Starbucks, down stairs to elevator, take to the 4th floor, right out the elevator to outside (yes), walk left along the Serenity pool, down 2 flights of stairs to Hale 5, once back inside your room will be the 1st on the right. Maybe it's just me that thinks this is crazy! Bellman brought bags 15 minutes later.

10. Never saw a manager. I'm sure they walked in plain sight, but we never saw one anywhere. I'm sure a manager will reply to this review here...but if you had managers walking the resort talking to guests daily, see what's working and what's not...some issues could have been corrected on the spot. When we went to the front desk the day before check-out to get a copy of our bill, there were 3 employees standing together ready to help us (great)... I asked for a copy of our bill so far, she said "how's your stay going?" I said "we're ready to go home", she said, "that's nice" and the others smiled. Really? You don't ask why one of your guests would say they are ready to leave beautiful Maui for a home that could be rain/snowy as it is December and she hadn't pulled our account yet to see where we live? Either 1. She didn't care 2. Didn't want to hear a complaint 3. Needs retrained by management

11. Parking, the self parking garage has very tight spaces, half are cars and half are SUV's (we had an SUV), it was extremely thought to get in/out of the drivers side once parked (thank god were thin) and some vacationers were just rude and took up 2 spots by double parking which took up spots for others. We'd circle once then go to valet. Maybe they should have an employee checking the garage multiple times a day for double parked cars and leave a note kindly asking them not to. We saw many TICKED off customers.

In closing, we did hear/talk to lots of people raving about the hotel (we kept our mouths shut) as its their vacation to experience, they were all 1st or 2nd timers to Hawaii, or just married, or celebrating a major anniversary and this was their 1st real vacation in many years, and 20 some years ago we probably would have thought this hotel was great... But if your an experienced-non budget traveler...stay elsewhere.

Room Tip: View your room before accepting it
Stayed: December 2017, travelled as a couple
17  Thank Dayna F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TeamMarriott, Manager at Wailea Beach Resort - Marriott, Maui, responded to this reviewResponded 11 December 2017

Dear elf.dml,

Thank you for taking the time to review your recent visit. Exceptional service for every guest is our highest priority, so we were disappointed to learn that your experience with us fell short. We have shared your feedback with our appropriate teams so adjustments can be made. We value you as a guest and hope we have the opportunity to welcome you again in the future.

Ed Tomlin
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 December 2017

We’ve been coming to this resort now for 8 years. The re-design, including an additional pool, is fantastic. The updated restaurants, especially Humble Kitchin, are phenomenal... My ONE criticism has remained the same for 8 years: If you’re jet lagged or just a super early morning person looking for coffee, GOOD LUCK. The on-site Starbucks doesn’t open until 5:30 am and starts with a line full of people who’ve been waiting for them to open. .... coffee is dirt cheap to serve so I will never understand why this Marriott won't put out a simple thermos or somesuch of coffee in the wee morning hours until the Starbucks opens. Everyone I see in the early mornings grumbles about this.

Stayed: December 2017, travelled with family
3  Thank MBullard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TeamMarriott, Manager at Wailea Beach Resort - Marriott, Maui, responded to this reviewResponded 10 December 2017

Dear Mbullard,

Thank you for being loyal towards Wailea Beach Resort - Marriott, Maui and for sharing your experience. We are glad to know you loved our newly renovated property and had a great time here. We also appreciate your observation and have taken a note of the same. Thanks once more for allowing us to be of service, and we hope to have the pleasure of doing so again on your next trip.

Ed Tomlin
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 December 2017 via mobile

Let me start by saying I’m a hotel snob and travel 50 weeks out of the year for both business and pleasure. I write about properties that really blow my socks off.

The newly refurbished Wailea Beach Restort by Marriott is fabulous! We normally stay at the Four Seasons but wanted to give this propert a try after we received several recommendations to do so. We had a beachfront Jr Ocean suite on the ground level. We had gorgeous unobstructed views of the water with amazing sunsets. The room was spacious and the oversized lanai was great for watching the sunset or just relaxing with a drink and book. There were three of us in the room. The only complaint is no turn down service and they didn’t put the pull out bed away. But this was not an issue for the difference in price and it is a Marriott.

The hotel was at capacity for Thanksgiving weekend but we never felt crowded and there was zero noise. Families with children stayed back at the new Nalu pool. The two water slides are super fun and fast. (Grand Wailea was under construction to compete) My 13 year old son enjoyed them but preferred the other pool by the ocean.

The two infinity pools are magnificent! Our friends were next door at the Grand and it was crazy crowded with little kids. People had to reserve lounge chairs early. Not at the Marriott. There was an abunence of lovely, high end chairs available at any time. The adult pool is truly gorgeous and as nice as the four seasons. The family infinity pool was also fabulous and had larger cabanas to rent then at the adult pool. They also bring pineapple to all guests at either pool.

The new Roy Yamaguchi restaurant Humble Kitchen has a great breakfast buffet and delicious dinners. Highly recommend.

And finally, the grounds are super fun. With swings, life size chess, Starbucks and the best shopping next door, you can’t go wrong. We’re going back in the summer we loved so much!!

Stayed: November 2017, travelled with family
2  Thank jditta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TeamMarriott, Manager at Wailea Beach Resort - Marriott, Maui, responded to this reviewResponded 7 December 2017

Dear jditta,

Thank you for your outstanding review of Wailea Beach Resort - Marriott, Maui. It is a pleasure to read you and your family had a great stay and that you loved all the aspects of our hotel, especially your well-appointed suite and all the facilities we have to offer. We appreciate you recommending us and look forward to welcoming you all back soon.

Ed Tomlin
Resident Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 December 2017

My room was between the family pool and the adult pool with a lanai overlooking the expanse of green lawn and pathways along the ocean. The view of the water and mountains was framed by fragrant frangipani blooms. The frequent rainbows piercing the low-hanging clouds were mesmerizing. My room was convenient to everything. I must point out that housekeeping services were excellent and considerate, especially on a couple days when I was under the weather. The bell staff couldn't have been more friendly and eager to provide whatever service we needed.
This was my second visit at this resort and I very much appreciated all the changes/upgrades that have been made in the past couple of years.

Room Tip: I like proximity to front desk and pools; all rooms have great .
  • Stayed: November 2017, travelled with family
    • Value
    • Cleanliness
    • Service
1  Thank deebeekay2015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TeamMarriott, Manager at Wailea Beach Resort - Marriott, Maui, responded to this reviewResponded 7 December 2017

Dear deebeekay2015,

Thank you for choosing Wailea Beach Resort - Marriott, Maui, and we are delighted to welcome you back on your birthday and for a wonderful vacation. It is great to know how much you enjoyed your well-appointed room along with the view it provides and that you were impressed with our excellent service. Reviews such as yours mean a lot! Thanks again, and we look forward to welcoming you and your family back.

Ed Tomlin
Resident Manager

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